2018 Challenge Sponsors

FSCS Best Practice Site Visit, London

Achieving performance in partnership, with insight at Financial Services Compensation Scheme (FSCS)

Date: 12th June
Location: London

Book your place now

See the full Case StudyPresentation & Video

See how a powerful cultural shift at FSCS was made possible by leadership and a transformative partnership with ‘suppliers’ and others internal & external. Effective data, insight & resource planning underpin an innovative operating model across FSCS as a business, with a daily operating rhythm, training on insight/decision making and new metrics, dashboards & planning models. Trust was rebuilt by working collaboratively with outsourced ‘partners’, transforming systems & processes, with customer experience at the forefront, helping distressed people when their financial providers fail. With overdue work almost eliminated and claims SLA up from 58% to 98%, customer satisfaction has jumped up by 22%. What’s more, takeup for digital claims reached 97% in just 12 months, testament to the way it was developed with partners.  

Best Practice Site Visit
Date: 12th June
Location: London

Book your place now

Who should attend?  This case study is a great story for anyone who works with outsourcers as well as outsourcers themselves. It will be of interest to leaders in public service organisations and to all leaders interested in cultural transformation. Planners will learn from a powerful back to basics story, analysts from a seeing how data drove performance change, and those involved in quality and customer experience can see how focus in the operation was re-centred on the customer.

Key Results

  • Claims completed in SLA up from 58% in Feb 16 to 99% in Feb 18
  • Customer Satisfaction up 22% in 6 months
  • 97% of claims submitted digitally, within 12 months of launching the new online portal
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